Automatically change the status of a ticket based on chat actions | Voters

Automatically change the status of a ticket based on chat actions

complete

Wes Jensen

automatically change the status of a thread from "client responded" to "in-progress" once a tech was the last person to respond to the thread. and vice versa.

A new filter in flows that utilizes the last person to respond adjust the status accordingly.

Created by Griffin Steinman

June 9, 2023

Stephen Boss

marked this post as

complete

Threads can now automatically move to an “in progress” status when any Inbox user sends an initial message. This helps MSPs report more accurately on Response SLAs and total time worked (and saves a few clicks for fast-moving techs).

We've heard that automatically moving threads to "In Progress" helps prevent artificially high Response SLAs and incorrectly lower "total time worked" stats. And, as an added perk, this eliminates the need for techs to manually update a thread's status when first responding to a customer.

How to Use:

Go to Inbox > Preferences > Workspace.
Click the + Board button and select a board from the dropdown.
In the “In Progress” column, select the value that represents the first “in progress” status for your team.
Toggle the “Set thread to 'In Progress' after the first reply” option to ON.

Griffin Steinman

Create custom workflow rules that have the ability to change the status of a thread

-Total IT.